Having already outsourced the customer service of brands such as AdoreMe (owned by Victoria’s Secret), Jonak, or Alan, Onepilot is eager to explore opportunities in the Luxembourgish market.
Customer service will be outsourced in the near future, at least that’s what the early success of Onepilot suggests. Launched two and a half years ago in France, the startup turned a scale-up, has already raised $20m, boasts an Annual Recurring Revenue (ARR) of €18 million, and has expanded offices to France, the UK, and Germany.
Priding itself on its “tech-based not people-based approach” to Business Process Outsourcing, Onepilot’s platform aims to facilitate and improve the quality of brands’ customer service support.
Cloud-based, almost 24/7 customer service
By expanding the number of agents available to brands, brands can offer more customized, localized, and “almost 24/7 customer service.” Assisting brands in consolidating all their tickets onto a single platform, the response times for emails, live chats, and calls are significantly reduced, often taking only “seconds or minutes to be answered.”
“Our platform allows clients to access a larger pool of agents since they are all working remotely, removing all geographical boundaries.”
Lucas Bornert, COO & Co-founder of Onepilot.
AI integration
AI was already been integrated a while ago and supports agents in better responding to tickets. “It increases the quality of their responses by suggesting the right processes and helps identify which tickets require immediate attention,” explains Lucas.
With a network of 1,500 agents across Europe, Onepilot has processed millions of tickets, maintaining an escalation rate of 1.7% and an average email response time of 26 minutes. These numbers have already convinced major brands such as Getaround, Merci Handy, and Alan who are making use of Onepilot’s platform to boost their customer satisfaction scores.
Luxembourg exploration
Although Luxembourg is a smaller market, Lucas’ move to the country has revealed potential opportunities in fintech, insurtech, and other industries for his scale-up. It is also home to many talents speaking multiple languages.
“It would be great to build a small team here and delve into the customer service needs of Luxembourg’s leading sectors,” Lucas shares.
In the meantime, Onepilot is integrating KYC and AML processes into its platform, intending to complete these by the end of Q1 and continuing its journey towards “becoming a true customer care OS.”
